Shipping & Return Policy - Petwear

SHIPPING TERMS

Each of our products is custom-made with love, which means we begin crafting your pet's apparel after you place your order. Please allow 1–15 business days for production before your item is shipped.

If you need to receive your custom item by a specific date, we strongly recommend placing your order 2–6 weeks in advance to avoid any delays.

Once your order is shipped, you will receive a Shipping Confirmation email, letting you know your items have left our warehouse. Details about the items contained in the shipment as well as a tracking number are included in the email. Please note that sometimes it takes the shipping company 24 hours to update the status of the shipment and your tracking link may not work immediately.

If you haven’t received order confirmation email or shipping notice, please contact us at support@moreloveu.com.

Important

  • For some regions, additional charges (tax fee or clearance fee) may apply, Moreloveu only provides free shipping, not inclusive of this charge.
  • Shipping to remote locations may take up longer days.
  • We will try our best to meet your needs, if you have special requirements on the delivery date, please feel free to contact us.

 

RETURNS

Custom-made items are not eligible for return due to sizing issues. This policy is in place to ensure product hygiene and prevent any risk of cross-contamination between pets.

If your item has a confirmed quality issue that occurred during the production process, you're eligible for a return or refund within 30 days of delivery.

Eligibility for Returns

You may apply for a return within 30 days of receiving the product. The product must be in its original condition, unused, with all packaging, accessories, and instructions intact. 

Items returned without authorization will not be accepted.

Return Process

  • Please contact our customer service email at support@moreloveu.com and provide your receipt or proof of purchase.
  • Our customer service team will review your order and authorize the return. Upon authorization, you will need to submit current product images for verification. 
  • l Once verified, you will receive a return address and return guidelines. If the return is due to your personal reasons, you will be responsible for the return shipping costs and taxes. If the return is due to a product quality issue, we will cover the return shipping costs.
  • Please send the product back within 5 days of receiving the return address. Returns made after this period will not be eligible.
  • After shipping the return package, please email the return tracking number and receipt to our customer service email on the same day. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

Return Notes

Ensure the returned item is properly packaged to prevent damage during transit. You will be responsible for the shipping fee and taxes.

Not Eligible for Return

  • Any item that is not in its original condition.
  • Items damaged or missing parts due to reasons not attributable to us.
  • Any item returned more than 30 days after delivery.
  • Customized products are not acceptable for return.

Important Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Note: If you are returning your purchase, you may be eligible for a refund of all or a portion of the duties and taxes. Contact your local customs office for information. Shipping charges, as well as duties and taxes, are nonrefundable for undeliverable or refused shipments. Upon receipt of the refused delivery, a refund will be issued for the item(s) only.

 

ORDER CANCELLATION

Your order will be fully refunded if it is canceled within 12 hours of purchase.

Please submit a help ticket from Contact Us or contact our customer service email directly at support@moreloveu.com if you decide to cancel the order.

For orders canceled after 12 hours of purchase but before shipment, a 15%-35% cancellation fee is applied. We will NOT accept order cancellation requests if the orders have already been shipped.